Customer Service – Product Engineering

Proslide Technology • Albany, NY

4d

About The Position

The Customer Service – Product Engineering representative for the Eastern United States supports clients with commissioned water slide attractions. The role works with internal groups including Product Development, Field Services, Supply Management, Operations Engineering, Project Management, and Client Account Management. During peak periods, the representative may support clients globally.

The position handles customer requests and product-operation issues, advises clients on operation and maintenance, supports contractors with warranty and out-of-warranty work, and participates in commissioning, upgrades, and field service. It also includes preparing procedures and site reports, documenting product modifications, and supporting nonconforming-material control. The work takes place at commissioned water park locations and involves travel, including for commissioning during seasonal openings.

ProSlide states that applications are reviewed by its Talent & Culture team and that it does not use AI to screen, assess, or select applicants. Recruitment is conducted internally. The company also states its commitment to inclusive and accessible hiring and will provide reasonable accommodations upon request.

Requirements

• Bachelor’s degree or technologist/technician qualification in Manufacturing, Electrical, Industrial, or Mechanical Engineering; a combination of hands-on work experience and education may substitute for the stated educational requirements.
• 3–5 years of experience in a similar customer-facing role and environment.
• Hands-on work experience and comfort using handheld tools required for work at client sites.
• Experience working directly with end customers through electronic communications and verbal conversations.
• Understanding of DC and AC principles, including variable frequency drives (VFDs) and motor controls.
• Experience using handheld mechanical tools, multimeters, and other validation test equipment.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Ability to interpret mechanical, electrical, and plumbing drawings.
• Comfort using eDrawings or SolidWorks to review parts as required.
• Interpersonal and team leadership skills.
• Time-management and organizational skills in a technical environment, with an understanding of product lifecycle management.
• Analytical, problem-solving, and sound business judgment skills.
• Willingness to travel as required.

Responsibilities

• Handle and acknowledge incoming customer service requests through the electronic ticket system.
• Troubleshoot and resolve customer queries related to product operation and performance in a timely manner.
• Provide clients with guidance and recommendations on the operation and maintenance of commissioned products.
• Support third-party contractors performing warranty and out-of-warranty service work.
• Represent Customer Service Account Management in exploring project opportunities for product enhancements and upgrades.
• Assist with leading regional ride commissioning projects, either by performing site work or overseeing assigned lead commissioning personnel.
• Develop departmental standard operating procedures and work instructions.
• Work with channel partners to resolve reported field issues.
• Compile formal site reports documenting work completed during initial commissioning and customer service visits.
• Perform minor fiberglass and gelcoat repairs in the field and apply knowledge of fiberglass technology and production methods.
• Maintain the commissioned as-is baseline for modifications provided by ProSlide as after-sales support.
• Support control of nonconforming material by submitting Non-Conformance Reports (NCRs).
• Travel to client sites for engagement opportunities, planned work, and urgent site requests.
• Support clients globally during peak periods.

What This Job Offers

• Job Type: Full-time